How I Built an Embedded Chatwoot Dashboard App for 1-Click Webhook Runbooks & Ticket Spikes

Описание и применение

ProfitPilot – это встроенное приложение для Chatwoot, которое позволяет запускать предопределённые сценарии (runbooks) одним кликом, автоматически применяя метки, атрибуты, сообщения и внешние вебхуки в строгом порядке с повторными попытками, а также предоставляет менеджерам ре‑тайм метрики при всплесках тикетов.

Задача

High-volume ticket spikes expose three bottlenecks: no outbound webhooks in native macros, lack of deterministic execution order with retries, and limited spike triage visibility.

Результат

ProfitPilot enables 1‑click runbooks that automatically apply labels, set attributes, post notes, and trigger external webhooks in a deterministic, retry‑enabled order, while providing real‑time spike triage metrics—all embedded within Chatwoot’s UI.

Рабочий процесс

• Open ticket in Chatwoot
• ProfitPilot receives conversation context
• Agent selects a 1‑click runbook
• Runbook job queued in BullMQ
• Worker executes steps in order: add_label → set_attribute → send_message → http_webhook
• If a step fails, subsequent steps resume without duplication
• Runbook completes and logs metadata
• Managers view real‑time metrics via embedded dashboard

Доказательства

During high-volume ticket spikes—like a product launch, a billing issue, or a server outage—support teams quickly run into three workflow bottlenecks

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ProfitPilot uses Chatwoot's Dashboard App architecture to render directly inside the agent conversation view

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BullMQ + Redis Worker Queue (Ordered step execution + idempotent retries)

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ProfitPilot never stores customer conversation bodies or message text

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